Based Social Networking Help Center, Design And Implementation

IT support and customer service departments are serving more and more employees and customers to solve a variety of software, hardware or more complex technical problems. Most widely used solutions are either telephone call centers or knowledge base based self-services. However, with the development of cloud computing and SaaS (Software as a Service), the efficiency and satisfaction declines because of the expanding number of users and the quickly growing cost, and the knowledge base cannot meet diverse demands from users either. As a result, new application mode is needed to improve traditional help centers.SNS (Social Networking Service) are referred to the Internet applications that help users to establish a variety of mutual contact and exchange. SNS has distinctive social characteristics, it can help users to establish more agile and quick links for information exchange and dissemination. SNS not only provides a new way to communicate, but also allow specific applications to obtain some social characteristics.The paper first analyzes the deficiencies of traditional help centers, then makes use of SNS, which is lower cost and higher efficient, to improve help centers. The new application model can not only significantly reduce personnel costs and equipment costs, but also reduce the time required for the problem-solving. Thus users can focus on their core business to improve performance. At last, we summarize and assess the future of next generation SNS based help centers.